Complaints & Service Improvement Officer — Flexible Hours

Hoople Limited; Hereford; Presencial; GBP 28.000 - 32.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

LGPS—Local Government Pension Scheme

Career progression

31 days annual leave (pro rata)

Flexible working

Employee Assistance Programme

Professional membership fees

Descripción de la vacante

Herefordshire Council is seeking a dedicated Complaints Officer to join the Governance and Law Team in Hereford. You will be the primary contact for complaints and information requests, recording feedback in the CRM, and guiding responses across council services.

The role requires strong communication, analytical skills and the ability to manage competing priorities in a public-sector context. The post is part-time, fixed-term until March 2027, with pro rata salary and flexible working options.

Formación

• Experience handling complaints, information requests or customer enquiries in public sector or regulated environments.
• Ability to build positive relationships with customers, colleagues, elected members and external partners.
• Capable of prioritising, organising caseloads and working independently.
• Excellent communication with strong interpersonal, negotiation and mediation skills.
• Experience analysing information, identifying trends and producing performance reports.
• Comfort with CRM systems and Microsoft Office applications.
• Able to exercise sound judgement and make balanced decisions under pressure.
• Commitment to high-quality service and continuous improvement.
• Committed to equality, fairness and inclusion.
• Educated to A-Level standard or equivalent with evidence of ongoing development; complaints handling or mediation training is a plus.

Responsabilidades

• Act as single point of contact for complaints, compliments and information requests.
• Record, monitor and report customer feedback using CRM.
• Investigate complaints and act as Investigating Officer when appropriate.
• Support development and implementation of complaints and information governance policies.
• Liaise with managers, councillors, MPs and service areas for timely responses.
• Analyse complaint data to identify trends and improvements.
• Produce monitoring and management information reports.
• Promote awareness of complaints procedures and information governance.
• Support training for managers and staff.
• Ensure compliance with FOI, Data Protection, Equality legislation.
• Collaborate with colleagues, advocacy services and partners to resolve issues.

Conocimientos

Complaints handling

Public sector experience

CRM systems

Microsoft Office

Relationship building

Independent worker

Strong communicator

Analytical reporting

Interpersonal skills

Equality & inclusion

Mediation training

A-Level qualified

Educación

A-Level standard or equivalent

Herramientas

CRM systems

Microsoft Office

Descripción del empleo

Herefordshire Council is seeking a dedicated Complaints Officer to join the Governance and Law Team in Hereford. You will be the primary contact for complaints and information requests, recording feedback in the CRM, and guiding responses across council services.

The role requires strong communication, analytical skills and the ability to manage competing priorities in a public-sector context. The post is part-time, fixed-term until March 2027, with pro rata salary and flexible working options.